CarMax
Reviews and Complaints

1. I took my car back before the 90 warranty period and 12 mo. 12,000 mi warranty period to report a roar in my car.

2. Their mechanics said the car was fine.

3. When I took my car to another mechanic for a different issue, he discovered I had a broken engine mount causing the roar.

4. I asked Carmax to please fix the problem since they have it on file that I brought it in while it was still under warranty for the roar - they refused.

5. Corporate headquarters also refused to help me.

My overall experience was not good. I reserved a vehicle in my CarMax account on 12/23/22. The locations were closed on 12/24/22-12/25/22 for the holiday. On Monday morning around 8:15am, outside of business hours, Michael called me. I missed the call and returned his call literally one minute later. Michael proceeded to remove the vehicle from my reservations, without speaking with me first! I found the vehicle and reserved it again. I was very upset. I continued to call, no answer. I drove to CarMax in Raleigh and the staff would not let me speak with Michael. The staff scheduled me an appointment with CarMax in Wilmington (where the vehicle was located).

I drove to Wilmington and noticed a bubble on the windshield (pictures attached). I explained to the manager that the images online do not show the bubble on the windshield (I even pulled it up to show him). I requested that it be replaced (the bubble was a "repair") or have the cost of a new windshield deducted from the sales price. Neither request was honored. I purchased the vehicle for over $33k! I called Customer Relations and had confidence that this issue would be resolved. I dealt with Kevin Key, an Analyst in Customer Relations. I explained to Kevin everything that I had been through with CarMax and the concern about the windshield. He stated that based on CarMax policies they could not replace the windshield or credit me the money to get a new windshield.

This experience has shown me that CarMax does not care about Customer needs. I will not do business with them in the future and will not refer anyone to them for business. My salesman, Brandon, was nice. This complaint is more for the CarMax company.

Regards,

April Speed

[protected]

[protected]@hotmail.com

Hello Carmax Team.

I had purchased a 2016 Honda Pilot from Carmax in Houston 6909 Southwest Fwy, Houston, TX 77074 Sep 21st 2021, and was provided AutoCheck report, that Car was certified and had no accidents. Later this yr, when I took the car for a trade-in to several dealerships, I was given a Carfax report that showed that the Car had an accident with Airbags deployed that was reported on 4/7/2020. This information is missing on the AutoCheck report for Carmax and not possible for Carmax to miss this, as the accident and fix was reported well over an yr, before the original owner traded the car at Carmax.

Lemon was sold to me as certified used car?. I would like to connect with the Carmax corp team, to bring this to your attention as a consumer with Carmax for over 20+ yrs, I was not expecting my trust to be broken. Will be connecting with my Attorney to file a complaint.

Good Afternoon,

My name is Jessica Turner and I received a called from Paige at MV Track Recovery . Paige notified me that my car would not be getting fix due the car having 5,000 extra miles from the time I picked up the car from the lot . I explained to her that the bump on my car had been torn off that does not stop the car from running and it’s a prefence not to drive because the bump is hanging and I explained to her I didn’t understand why the claim would be denied due to extra mileage she explained that the results where not going to change no matter how upset I was about them. I then asked her to speak to her manager because I felt that she was being very dismissive of my concern she stated at first that she did not have a manager I asked was she the manager she refused to tell me and just continued to say “ Call CarMax this was there decision. I asked for her manager all of 25 times and she refused then she stated that her manager worked at CarMax I called CarMax and the rep explained that her manager does not work there . The CarMax rep then asked Paige to please connect me with a manager and Paige then stated no one was in the office because of the time. Paige then started to explain and go through a run down of times she had called in which I had never received some of the calls or contacts that she referred to and I don’t remember ever speaking to anyone from mv recovery I was always under the impression that I was speaking to someone from CAF claim and I stated that the notes that where being put in there system where not the truth. Me and Paige went back and forth for 2 hours and she refused to give me the contact information to a manger. Finally the rep from CarMax provided me with and email that I could make a formal complaint and look into the matter of which Paige stated my car had an extra 5,000 miles and would not be being fix because of that reason . I had provided CAF claims with photo of my check engine light and was told that had nothing to do with the claim regarding the bumper and I would have to looking into the warranty if something was wrong with the engine. I explained to Paige I was not sure what the mileage had to do with the bumper being torn off and she just keep repeating call CarMax and speak to her manager. Then stated the photo of my car that was taken by the repo company does not show any damages and I explained that bumper clamps that held the bumper on where broken and the bump dropped off and the fog light fell when I attempted to drive the car home I did not know how damaged the car was until I pulled off and the bumper fell off by that time the lady who had me sign the paper work to pick up the car was gone she never said the paper work was an agreement my car was not damage she stated it was a paper I had to sign to release the car. The lot had no office and the girl I signed my release form with she sat in her car with her infant child on her lap that she had taken out of the car see and just asked me to sign the release for my car and she drove off after handing me my keys and locking the gate.

Sincerely

Jessica M. Turner

Name, Nehemiah Davis Jr. 1396 Greencliff Drive, Southaven, MS 38671. Email, [protected]@comcast.net. Phone, [protected]. I purchased a 2019 Chevy Equinox and a MaxCare extended warranty at your dealer located 7771 Highway 64, Memphis, TN 38133 on April 7, 2022. The vehicle was shipped in at my request. I was told that I would receive the written warranty in the mail. It never came and that "If anything ever goes wrong with the vehicle, just call our service department and make an appointment and they will take good care of you." I never received the written warranty. So, I made several efforts to get the promised copy from the Sales Dept. but was only given a number, [protected]. After driving the vehicle 6,030 miles, I detected a strong odor of gas. I called the Service Dept to make an appointment to make an appointment and was told "We are not accepting appointments now. You will need to take your car to one of our RepairPals for repair. Fearing for my safety, I took the vehicle to one of their RepairPals near me, Raleigh Tire, located at 6902 Goodman Rd. Olive Branch, MS 38654. I was told that my gas lines were all damaged and needed to be replaced. They said that such repairs were not covered by my warranty. After keeping my vehicle more than two weeks, I was charged $916.00 for the repairs. I drove the vehicle to my home, which was less than 3 miles from the repair shop and noticed the engine light on. I first thought it was a coolant light and took it to Auto Zone for diagnostic testing. They determined the"Canister Purge Valve" needed to be replaced, which they had for about $26.00. I took my vehicle back to Raleigh Tire believing they would make the needed repairs without charge. However, I was told that I would have to pay an additional $250.00 to get it repaired. I wanted to take it to another service place to get it repaired. I was told that they would not release the car because it was unsafe for me to drive. I've waited more than 3 weeks for my vehicle to be repaired and was told yesterday they didn't know when the part would be in. I was offered a rental car at Enterprise Rental. They would only give me a truck that was too high for me to get in because, I am 85 years of age and handicapped. They also charged me $20.00 a day additional above what MaxCare Extended warranty would pay. I took the truck back after two days because it hurt my back badly.

On September 4, 2022, I visited the CarMax located at 1600 Remount Road in Gastonia NC. I subsequently purchased a 2014 Mercedes Benz SL550 VIN # WDDJK7DAXEF026867.

The vehicle was sale prepped for delivery, however the vehicle was filthy and covered in dirt once the vehicle was supposed washed. I was told the wash booth was broken, however the cars following my car were clean.
I immediately asked for assistance in wiping the dirt off the vehicle and received none. I also noticed at that juncture that the front of the car had damage and after further review with several car detail services was told the car was wrecked on the passenger side, however this incident was not disclosed in the CarFax report that was provided to me at the time of the sale.

The vehicle was sold to me at a premium price had the vehicle been properly represented as is required by state law. I returned to the Gastonia CarMax location to discuss the damage to the front of the car and was given a series of excuses, namely that I should have not purchased the car if damage that was not available to see while the car was dirty was subsequently exposed.
I drove to a very reputable repair shop in Belmont NC to have an assessment of the cost to repair the damage to the front of the car. The estimate was in excess of $3,000.

Additionally, I took the vehicle to my car detailer, a detailer that specializes in paint application, repair and ceramic coting for Tyndol Ford in Gastonia NC to address the other paint that was applied to the car on the trunk and driver's side.
I asked my detailer to fix the paint on the back of the car and the driver's ide of the car to match the passenger side of the car. The total cost of the paint restoration process was $3,756.55. My detailer is King Detail LLC in Gastonia NC.

I want reimbursement for the paint reparation ($3,756.55) as well as reimbursement for the damage to the front of the cat. I have an invoice from my car detailer - Invoice #2982 that I can submit to you.
I cannot believe that your organization will allow deceptive and fraudulent business activities to persist at a CarMax location. I am appalled by the treatment that I received at this location.
What are you going to do to resolve these issues and address deceptive business practices at this location?

Douglas R. Stofan

839.500.3358

12/31/22, saw a car we liked in the Colorado Springs dealer, called the dealership, car was available. Set up an appointment, they gave us a 5:30 appointment, drove for 4 hours and we arrived at the dealership at 4:30. Since we arrived the salesman had a bad attitude , took the car for a 20-minute test drive, then decided to purchase it, the staff told us that “it was too late to process the sale “ as they close at 6:00. So we were denied the sale. I would never consider Carnac again.

I purchased the vehicle on December 3, 2022. I will return it on January 1, 2023. It's loud at start-up, it drives rough, random lights come on, and the driver side is not aligned. There's a huge gap on each side of the hood.

They sold me a lemon — it's been to the auction 3xs and it's 2yrs old! Look closely at the alignment of the vehicle BEFORE leaving. Check the number of owners and how many times it has been to auction on your paperwork. If it doesn't feel right, it probably isn't. Absolutely horrible experience from the 1hr hold time and kids in the background when you call Customer Relations to no availability in repair shops (within your 30 days) to a Sales "Manager" who gives you all the reasons why YOU don't want to return the vehicle (only trying to wait out the 30 days). It started with an 8hr bus ride to pick the vehicle up and "oh it's just cold" when it sounded like a semi-truck at start-up. Wind blowing directly on me from a replaced door and burning smells on the drive home. I was terrified I wouldn't make it. Finally, I get a good look at it and the front is unaligned and two windows are after - market. Clearly, this vehicle has been in an accident. It spent days in the "body" shop, and I've been missing all the shifts from my 2nd job. Annnnd guess what — Yep, I still hear and feel wind and even Stevie Wonder can see the door is NOT aligned. So WHY, oh WHY CarMax would you return the car to me like this? Next, I schedule an appointment for service. No problem I'll wait 3 days. The same day I get a call from CarMax saying go to the other location they have openings. That's odd because I called there already and they don't have openings until next year. Get to the advised location only to be told "they should not have scheduled you without calling us first, you're the 2nd person they did that to today". I call Customer Relations from the parking lot. I sit there 4hrs while they "work on a remedy". Only to come back and say this may not be resolved today. You can't have a rental unless we diagnose the car first (odd, didn't have that problem last week). I politely drove to the original location and guess what? I received a rental with no diagnosis (full of animal hair-but I appreciate them vacuuming it when I pointed it out) and a referral to Nissan. Now, why couldn't they have offered that option in the first place? I guess the same reason several managers at various locations said "you don't have to drive all the way back to Minnesota to return it, we do this all the time. If you lived in FL would they expect you do that?" Apparently not for ME since the "Manager" I just spoke with who offered no apology for 30 days paying for a car that I couldn't drive says basically screw you spend 6hrs driving it back because we have that local power. I bet they're counting on me being over my mileage. How, it's been in the shop most of the time!

Bus Ride There: 8hrs

Drive Home: 6hrs

CarMax Shop: 1hr

CarMax Shop: 1hr

CarMax Shop: 4hrs

CarMax Shop; 2hrs

Nissan: 1 day

CarMax Shop: 2hrs

Drive to Return: 6hrs

Drive Home: 6hrs

I have missed so many hours of work and spent so much time and money. Not even an ounce of empathy from CarMax.

I think I started working with Carmax around 12/20. I applied a vehicle and I was approved for financing with Exeter, I changed my mind about that vehicle due the size of the truck. I then requested another vehicle that was in TN and I would have to pay $99 shipping fee. I paid the fee and was given my finance details which included the down payment and the documents I needed to upload. I agreed and I was told I didn't need to upload the documents until the vehicle arrived. I paid the fee and the vehicle arrived at the warner robins location 12/28 and at that point I was told to upload documents to set my appointment. I did as requested and I was told someone would reach out to me to confirm my appointments. I then spoke with the transaction team and was told that my social security number was entered incorrectly by the sales department. I advised them that this was weird because I received notifications when my credit was ran and I had to answer verification questions and I passed those as well. So, my credit was re-ran and my income was changed to the incorrect amount and I was now being told that my down payment doubled and I needed to trade my vehicle in and all kinds of things. I feel like this is unfair to me because I didn't make this mistake Carmax did. I don't want financing I just want my $99 back

A month ago wwe attempted to trade in our 2017 Kia Optima EX for a 2016 Dodge Caravan. Carmax started by giving us about 14700 for our car which would have prevented us from being under water on the trade in as we owed a little less then what they were giving us. We were approved for the loan and ready to go forward with the Caravan.

The sales rep said one last thing was that he had to look at our car again and then send down to corporate for final approval.

When he was complete we sat down at the computer and he said ok, lets go. We will give you 13,000 for your car. I said wait a minute, you just offered us 14,700 what happened. He said corporate said the car has modifications. I said what? We have a receiver hitch mounted. I said that is a bolt on and it bolts to existing holes. He said well that's what corporate said. I of course said no deal and we left (on pleasant terms) To me this was a bit of bait an switch giving us one price to start then another price when it came time to close the deal. I was not happy has we spent several hours there and it was a total waste of time.

I purchased a 2016 Infiniti Q50 on November 10, 2022. They had to do a repair order for the remote start (which never happened). I didn't notice the head liner was so filthy or that one of the mats had a hole in it because the mats were in the trunk. I called and spoke with the manager, who said they would have the remote start repaired, a detail done on the car and someone would "look" at the mats to see if they needed to be replaced. Then my bank sent me a car fax that showed a 2nd accident to the car, but didn't show on the AutoCheck from CarMax. The 2nd accident had moderate damage that had some mechanical damages also. So, they finally gave me an appointment to have those things done, but by that time I started finding other issues with the car like the front windows working very slow, even squeaking when going up/down. I also started hearing a knocking noise when making a left turn and a noise on startup. Never found out what the problems were, but I didn't want to pay that much money for a car that stayed in the shop more than I would be driving it or that I would eventually have to pay a deductible to have fixed.

CarMax employees seem to be trained to lie to customers that they didn't know. So, you didn't see the hole in the mats when you cleaned them and put them in the trunk? You didn't see or hear the windows squeaking? You didn't hear the knocking noise when turning or every time you started the car? So exactly what does the 125 point inspections cover?

I decide I don't want to deal with all these lies about the car or from the employees, so I return the car within my 30 days and well within the 1,500 miles. Please know if you had outside finance or paid cash, it takes 7-14 days to get your money back. I returned the car 12/8/22, but I haven't received my money back yet. I was told the check was mailed on 12/14/22. Then they sent me an email asking me to send the plate back to them so they can cancel the plate, but before I could respond they texted me that they found the plate at the location. Talk about confused place! Please leave buying & selling cars to car dealers!

If you decide to purchase a car from this company, please double check and definitely have a mechanic to check the car over.

I have had 2 appraisals at your Buena Park, CA store. Thay have under appraised 2 vehicles. Since i cannot do abyrhing abiut theae opinions, i will move on to my second complaint.

I took my car in with nearly new brakes and as i drove it the day after appraisal, the brakes now squeak. I will be taking to a mechanic to see wht it is sqeaking and will give you an update.

2006 Mercedes station wagon Blue book:

$6k. Buena Park Carmax $1500

2015 Jaguar Ftype S. Carmax LAX $34k. Buena Park Carmax $15k. They told me that there qere some computer errors that showed up and that my odometer was somehow 4 miles off.

Please investigate Buena Park Carmax for integrity.

I purchased a vehicle from CarMax in June of 2022. It was idling hard when it was purchased and I was told it was because of the heat in Texas. 5 days later the car was in the shop with broken motor mounts, broken transmission mounts, and a slew of other things, including damage to the front fender that had been previously repaired but not painted the correct color. I asked for another vehicle, as I did not feel safe driving my children around in that car, at which point I was told that I would have to put additional $600 down, which I did not have. I was then told to just please let them try to fix what was wrong and then if I still did not want the car then we would go ahead with the return of it. For 14 days my car sat in the shop, then I got it back and it seemed ok, they did however still have bounce in the hood but I was told that it was normal. Also my concern of hearing a noise on the passenger side was not taken seriously as I was told that "we don't hear anything". They drove the car for 6 miles..kinda hard to hear anything. About a week later, the check engine light comes on, I call back to the service department, bring the car back in, and am told that it was just a gas cap, I again tell them that I hear the noise on the passenger side and they say they dont hear anything. Oddly none of that was put in their notes. Fastforward to November 2022, it is freezing outside and I try to get turn the heater on, freezing cold air, yet again I have to bring the car back to the service department, I again tell them that the noise is still in the passenger side. They then inform me that it will cost me $250 because I am out of my normal warranty and will be using the extended warranty, to which I am furious about, these are all things that are supposed to be looked at and made sure that they are in working order before the car is even put on the lot for sale. I call the corporate office, it seems like we are getting somewhere, then I finally call the service manager which then I am told that the noise was not in the notes on the second visit and that they will give me an appraisal on my current vehicle, at the same time I am told that because I drove the car, that is what caused the other motor mount to fail and that is the reason it needed to be fixed and that the noise I had been complaining about for months was not what I thought I was hearing. So now I am stuck in an unsafe, unreliable car because their appraisal is $7k less than what I owe, all while driving 70 miles to the store and 70 miles back home in order to get my vehicle and just paying a car note, the second one I have had to pay while my car was in the shop. They need to be held accountable for not doing their job correctly or efficiently. This lack of care on their part could have killed myself or my children and/or someone else.

On September 7, 2022, I purchased a 2013 Hyundai Elantra from Carmax in Austin, TX. I paid CASH for the car. $22,500.00. I paid the necessary fees to obtain proper Texas tags and plates. To date (December 1, 2022), I HAVE NOT RECEIVED my metal license plates or new registration tags for the vehicle. I began calling Carmax on October 10, 2022 to address the issue. I was put off, disregarded and treated like an annoying pest. I am driving around with EXPIRED DEALER TAGS on my car. This is UNACCEPTABLE but no one at Carmax seems to give a [censored]. The last time I called Carmax, I was told to relax and be patient and that if I get a ticket, "Carmax will pay the fine." My frustration, dissatisfaction and the time I've spent dealing with this crap means NOTHING to you. I will scream at the top of my lungs "DO NOT BUY FROM CARMAX!" to anyone looking to buy a car. I am going to file complaints against CARMAX to anyone who will listen. Every state agency, every website, every platform, every consumer watchdog group. People need to be warned about companies like you. Get the money then completely ignore the customer and not fulfill your end of the bargain. NEVER AGAIN! This is the SECOND complaint I've filed with you. This is the second time I've complained to you about this issue. Here it is, a month and a half since my first complaint and I still have NO TAGS.

On or about 19Nov2022 at 2225 I was informed that the CARMAX in Richmond County GA was alleging against a one Ms. Amber Hosier that she was late on her car payment by three months on a financial loan for an amount of $26,000 on a 2017 Ford Escape for a period of 72 months. However, Ms. Hosiery has contacted her bank, Navy Federal Credit Union, and they have assured her the payments were taken on time. Further Ms. Hosier has financial documents that prove the money was withdrawn from her account. Ms. Hosier's contact info is [protected] or [protected]@icloud.com

I took an F150 for a test drive. When I returned the truck, they asked me how it performed. I told them it pulled badly, and the tires were bad, (after it had been through three different CarMax offices). I was told I would have to wait 3-4 weeks for tires, or I could purchase them and get reimbursed. They said they would only pay for two tires. When I took it in for tires, they were laser scanned and none of the tires would pass Virginia State Inspection. I delivered to the business office on 11/5/22 the receipt for both front and rear showing them that the tires wouldn't pass, the receipt for the front-end alignment, and the letter I received from the manager stating the reimbursement. They said someone would call me on 11/7/22. It is now 11/16/22 and no phone call or any type of reimbursement. First, why should anyone spend $32,000 for a vehicle and have to purchase tires to make it safe and legal to put on the road. The problem is the company's licensed state inspector put a sticker on the vehicle certifying it passed all state requirements, when in fact it wouldn't. Certifying a vehicle and putting lives in danger could cause the Virginia State Police to revoke the inspectors, his/her, license and put Carmax in a liability situation because of an issue on the road.

I purchased a 2013 Ford Explorer from CarMax on July 22, 2021. Before I had the car for a whole year it's been in the shop about five times, and last Tuesday made the sixth time. Since I've had the car both catalytic converters went out, and the AC has gone out twice. When the front converter went out my car would just shut off while driving etc. That was extremely annoying, and dangerous especially with my kids in the car. We could of been rear ended when my car would just shut off in the middle of the road. Not to mention when I first got the car the grille came off on the way home, and my TVs did not work. I just got my TVs replaced on Aug 19, 2022. My check engine light has came back on, and now it's back in the shop. Per Bill McRae Ford House the front catalytic converter was a bad converter and has to be replaced. Also, my fuel gauge isn't working, and just staying on full. They have to remove the whole gas tank to locate exactly where the problem is. It's one thing after another with this car, and it's frustration. There's no way this car should've had this many problems all within a year. I've communicated with CarMax on numerous occasions, and CarMax Relations and nobody has really communicated back. I'm a single parent with four kids, and I need transportation. I do have MaxCare, but they only cover so much. Each time it's been in the shop I still had to pay something out of my pocket each time. I did submit a claim recently, but I couldn't get certain paperwork by deadline.

I purchased this vehicle in Jan 2022 and have already had to replace the engine. Every month since the engine has been fixed, it's been in and out the shop. $32,000 for a lemon is too much to be paying. The fact my mom bought four cars from CarMax and never had an issue, I thought I'd give them a chance. I regret ever purchasing this vehicle as it's caused me more money than I'd wanted to. I'm very unhappy, disappointed and dissatisfied.

I bought my car from Carmax Memphis TN. on August 1, 2022. In Sept., 6 weeks later, I called Carmax to send me the title/paperwork to transfer the title to Ohio. I received the title/paperwork right away. I took it to the Ohio BMV on Sept 23rd & they told me it was not an acceptable title because signatures were scratched out (even though Carmax sent an affidavit of correction). The BMV contacted Carmax for a new title. I also emailed the Business Operations Manager at Carmax Memphis TN. Oct. 18th, the Business Operations Manager contacted the Carmax Alabama office for a title (this is where the car was bought originally). Another 6 weeks have gone by & my 2nd temporary tag is expiring. I had to call Carmax corporate office to find out the status of the title. They transferred me to the Memphis office. The Business Operations Manager said he still did not have a title but he would give me an update today, Nov 9th.

My 25 year old daughter went to car max to trade in a 2016 Toyota Scion that was paid in full with no issues. A salesman took advantage of her to make a sell. Fine, she has lessons to learn. He gets her into a Volvo that has major issues. They take the car back within three months and put her into a Jeep with a $600 per month payment. She has had nothing but issues from this vehicle as well. I encouraged her to sell the vehicle for a less expensive car. Today a local dealership reported to her that the car had been in an accident. They offered her $10,000 less than what she owes on this car. Let me remind you that she came to Car Max with a 10K car and no issues. I ask her to call the store manager in Winston-Salem to see how he would like to handle this situation. He stated that Car Max was not aware of any accidents because they do not use Carfax! Wait this is America, who doesn't use Carfax to see if a car has been in an accident? I cant help but think this is lie number 101. He did tell her to bring the Carfax and the car back if it had a salvaged title they would buy it back. Otherwise there is nothing they can do.

I am writing every review possible so that hopefully we can help someone avoid this same mistake. We are also in contact with an attorney to see if we can recover some resources from CarMax. BUYERS BEWARE!